Director, Clinical Applications

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of the complete customer experience within the Clinical Applications division, encompassing clinical applications, training, digital support, implementation, validation, troubleshooting, workflow optimization, and ongoing customer empowerment.

• Guarantee the consistent provision of high-caliber customer implementations, validations, training programs, technical support, and workflow enhancement initiatives.

• Actively participate in high-stakes customer escalations, VIP account management, strategic partnerships, and complex situations that necessitate senior leadership involvement.

• Foster a customer-centric culture where every action, decision, and process aims to enhance customer confidence, satisfaction, retention, and long-term success.

• Lead, cultivate, and motivate a high-performing, multi-tiered team across Applications, Training, and Digital functions.

• Establish an environment where regional escalations align with a well-defined national escalation framework.

• Define and implement structured escalation triggers, ownership expectations, communication protocols, resolution timelines, and closure criteria.

• Partner with relevant teams to continually enhance validation templates, SOPs, technical training programs, and customer-facing tools.

• Develop a continuous improvement operating rhythm that links field insights, escalation patterns, customer feedback, product opportunities, training requirements, and process enhancements.

⛳️ Requirements

• Bachelor’s degree in Medical Laboratory Science, Biomedical Engineering, Life Sciences, Healthcare Administration, Business, Information Technology, or a related discipline is mandatory.

• Over 10 years of progressive experience in clinical diagnostics, IVD applications, laboratory operations, customer support, field applications, digital solutions, or similar healthcare technology environments.

• More than 5 years of experience leading multi-level technical, clinical, field applications, training, digital, or customer-facing teams.

• Familiarity with LIS, middleware, laboratory automation workflows, remote connectivity, cybersecurity considerations, and digital solutions.

• Proficient in Microsoft Office and business reporting platforms.

• Extensive experience in clinical laboratory workflows, customer implementation, validation, troubleshooting, technical support, and workflow optimization.

• Proven track record of managing complex escalations, significant customer situations, and cross-functional initiatives.

• Solid understanding of hemostasis and coagulation testing.

• Strong knowledge of QC, Westgard rules, IQCP, CAP, CLIA, and laboratory accreditation standards.

• Valid Driver's License and Passport are required.

• Willingness to travel 50–75%, including customer visits, field ride-alongs, regional team development, strategic account support, executive meetings, national meetings, and cross-functional business reviews.

🏝️ Benefits

• Health insurance

• Retirement plans

• Paid time off

• Flexible work arrangements

• Professional development